PATIENT ACQUISITION SYSTEMS RESEARCHER
Interviewing 30–40 practice owners and managers at $5M–$20M practices. Complimentary findings report delivered to all participants.
Formal qualitative research into how high-ticket healthcare practices acquire, nurture, and convert patients + where the system fails. Includes reviewing 100+ plastic surgery websites for conversion gaps.
20+ years designing systems at the intersection of technology, human behavior, and operations. Turning complex multi-step processes into frictionless, high-converting patient experiences.
Identifying and quantifying the compounding system failures that cost private practices six and seven figures annually in unbooked high-ticket procedures.
Experience Design
Systems Research
Patent Holder
Patient Acquisition
Product Design
System Design
Healthcare Operations
Surgical Patient
Generated through design leadership across T-Mobile, Microsoft, Expedia, The Home Depot & more where she and her teams delivered new product lines, operational efficiencies with smarter systems, improved processes & modernized workflows.
The most common system failures across all participating practices — and what higher-performing ones do differently.
280+ mentorship sessions
213 mentees
8,500+ minutes
20 countries
T-Mobile patent holder. Designed a feature that reduced a complex multi-step process to a single action — the systems thinking now applied to patient acquisition.
2015 T-Mobile Innovator Award — Delivered ADA-Compliance DIGITS Initiative on time and on budget.
2012 Microsoft Partner of the Year (Public Sector) for UN World Food Programme real-time tracker.
While researching jaw surgery and rhinoplasty, I consulted with five medical practices. Not one had a post-consultation nurture system. One surgeon lost me on a $33,000 procedure because of poor communication and an overwhelmed staff.
The system didn't fail because the clinical care was bad. It failed because nobody had designed it to convert.
As a product and system designer with 20+ years building at the intersection of technology, human behavior, and operations, I couldn't unsee what was happening. That experience — combined with a deep review of over 100 plastic surgery websites — is what drives this research today.
5 lost surgical patients × 3 surgical procedures × $10K × 12 months = $1.8M lost annually
The consistent pattern found across $5M–$20M practices — three compounding system failures producing seven-figure revenue loss every year.
In the last 5 months, Shanelle reviewed 100+ plastic surgery practice websites to document conversion gaps, missing trust signals, and unintentional friction that costs practices surgical patients before they ever book a consult.
Interviewing 30–40 practice owners and managers at $5M–$20M private practices. 20 minutes. Complimentary findings report. No sales pitch. I promise.
A professionally designed PDF with data from 30–40 practices at your revenue level. What's working, what isn't, and where the patterns are.
How long do practices take to respond to inquiries? How many follow-ups? What percentage of consults convert? You'll know where you stand.
The most common system failures across all participating practices — and what higher-performing ones do differently.
Informed insights by reviewing 100+ plastic surgery websites, to findings include what's costing practices patients at the digital touchpoint.
Everything you share is anonymized. No practice names or identifying details appear in published findings. Speak candidly.
No prep required. Conversational. Zoom call. Join via phone or desktop. The session ends at exactly 20 minutes. I respect your time.
The entire process — from screening to receiving your findings — is designed to require the minimum from you while returning the maximum value to your practice and the plastic surgery industry at large.
A 3-minute form to confirm you're the right fit for the study. If you qualify, you'll be able to book your interview slot directly from the form.
3 MIN
Choose a time that works for your schedule. You'll receive a calendar invite and a Zoom link (you can be off camera if that helps), and a one-paragraph overview of what we'll cover. No prep needed.
2 MIN
An informal, confidential 20-minute conversation about your patient acquisition process — what's working, what isn't, and where patients tend to go quiet. Your perspective is the data.
20 MIN
When all interviews are complete and synthesized, you'll receive your complimentary copy of the findings report — benchmarked data from all participating practices, delivered to your inbox.
6-8 WKS
The entire process — from screening to receiving your findings — is designed to require the minimum from you while returning the maximum value to your practice and the plastic surgery industry at large.
There is no catch.
This is formal research. I'm conducting it because the data doesn't exist in any usable form for this specific practice profile. I need primary research to understand what's actually happening from the surgeon and practice manager perspective. Your participation produces insights that go back to you first and later to the broader plastic surgery community. That's the exchange. A 20-minute conversation for a benchmarked findings report.
The session is 20 minutes and I commit to end it on time.
The scheduling is self-serve via Calendly. So you pick a slot that fits without any back-and-forth. The findings report you receive is the equivalent of research your practice would otherwise pay $50,000–$100,000 to commission on its own. The ROI on 20 minutes is significant and may be the catalyst to help shape your practice's growth goals.
Your responses are fully anonymized in all findings. No practice names, no identifying details, no quotes attributed to you without explicit permission. The data is synthesized into thematic findings — patterns across all participants — not individual case studies. You can share candidly without any concern about how it will appear publicly.
The study is capped at 20 practice owners and 20 practice managers to keep the research focused and the findings actionable. When those 40 slots are filled, participation closes. Given the outreach underway across 15 markets, slots are filling in batches, if you're considering participating, completing the applicable screener — surgeon owner or practice manager — the is the fastest way to secure your spot.
I'm Shanelle Roberts — a researcher and systems designer with 20+ years building at the intersection of technology, human behavior, and operations. I've conducted numerous research efforts across similarly regulated industries like telecom and banking to help drive enterprise level change at Fortune 500 companies.
I came to this research as a patient first. I'm someone who consulted with five plastic surgery practices for jaw surgery and rhinoplasty, and experienced firsthand the system failures that cost those practices tens of thousands of dollars in unbooked surgical revenue. I've reviewed over 100 plastic surgery websites to see how practice's represent themselves and their surgical procedures online. This study is the formal version of what I've been documenting since then for the owner and practice manager perspective.
For inquiries, speaking requests, or research collaboration.
